Elevated experience is better for both customers and agents. Mindful fit the bill there, too, bringing callback queues online with zero change in agent behavior without recoding or ripping out existing tech. The result? Hold times lowered 18% and abandonment rates dropped by nearly seven percent, giving much-needed relief to 1-800-PACK-RAT’s customers and the agents in their contact centers.ĭue to staffing constraints and the needs of the business, 1-800-PACK-RAT needed to implement quickly and do so with minimal disruption. With the best minds in the CX industry, our solutions engineers were able to get Mindful set up for 1-800-PACK-RAT in just a couple of weeks, with minimal changes to their tech stack and no additional training or skilling for agents. With Mindful, a small lift drives immediate impact. ![]() After all, playing phone tag with customers when their lives and homes were in transit across the country isn’t exactly a loyalty-building best practice.Īnd that’s where Mindful’s best-in-class callback came in. And as the contact center world was experiencing a historic shift to remote work, ramping headcount was nearly impossible when people couldn’t be in the same room together.Īll of these challenges added up to a chasm in customer experience and agent efficiency. Staffing was an incredible undertaking, with some agents relegated to returning voicemails. Of course, this operational step backward was just to bide their time while searching for something to alleviate their mounting abandonment and hold times.Ĭustomers’ frustration grew. So, they turned to what they knew they could manage: voicemails. In the midst of finding solutions as fast as possible, they attempted and ditched another callback solution after it caused unreliable hold times and poor customer experience. Of all the trends caused by the pandemic in 2020, long-distance moving provider 1-800-PACK-RAT got stuck between two: lockdown orders threw contact center operations and staffing into daily disarray…and over 15 million people decided to move. Be sure to give us a call or check us out online if you have and local or long-distance moving needs or if you need any storage.When your entire life is packed into a shipping container, customer service stakes have never been higher. We hope you and your families stay safe during this time. Our company is working diligently to ensure the safety of you and our employees every day, and will continue to follow all official government and Centers for Disease Control (CDC) guidelines. We want you to know we are here for your moving and storage needs during this time. You can also manage your order online at your My PackRat account. Our customer service representatives are available to assist you, or you can check out our online FAQ section and our COVID-19 update page for more information. ![]() Whichever option you choose, we can assist you.Ħ) Everything is done in a contactless manner. No hassle, no stress, no hurrying, and you can keep your container on-site however long you require.Ĥ) We’ll pick up your container with no physical interfacing with our drivers, and you can leave the driving to us.ĥ) Your container can be taken to one of our nationwide facilities for as long as you need it stored, or you can have it delivered to your new home. ![]() Our drivers are equipped with hand sanitizer and gloves to ensure minimal contact when working with your container, and can do any contract signing in a contactless manner.ģ) Now you can pack your container at your pace and take as long as you need to do what you need to do. The rest of the journey is as contact-less as possible to avoid any dangers to you and your family’s health.Ģ) We deliver you container directly to your doorstep. 1) First and foremost, we sanitize the door and handle of each container before we deliver it to you.
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